topic Re: Account suspended - unable to make or receive calls in Get Support

Account suspended - unable to make or receive calls

Breadroll — Sat, 01 Apr 2023 13:11:40 GMT

I woke up this morning and noticed that my data wasn't working, so I went into my account to see that everything was active. However, there's a problem: my account is actually suspended because I didn't get my comfort allowance (the money I get for living in a group home) in order to pay my bill. Now I can't make or receive any calls, and need help because my phone is the only reliable way I can keep it touch with my family as I don't always have internet access here. I know this might seem weird considering it's April fool's day, but my workers have told me that the financial department doesn't transfer money into my account on weekends and l'm in quite a jam here. Can anyone assist me? I'd be eternally grateful.

Re: Account suspended - unable to make or receive calls

softech — Sat, 01 Apr 2023 13:32:05 GMT

@Breadroll you login to My Account and see the account status active but you think it is suspended, this could be because you are reading old cached page. Please login My Account again using Incognito mode to check the updated stataus

If it shows suspended, there should be a button "Reactivate my plan", click that and follow the steps and make a manual payment to resume the service

Re: Account suspended - unable to make or receive calls

HALIMACS — Sat, 01 Apr 2023 13:34:26 GMT

It’s a longshot, @Breadroll , but you could ask customer support agents for help - perhaps they have the option or availability to provide some form of leniency for a day or two. I’ve never heard of it, but there’s no harm in asking.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Account suspended - unable to make or receive calls

Breadroll — Sat, 01 Apr 2023 13:51:40 GMT

My mom sent me $6 and I was able to top up my account, should I still ask customer support agents for help? Or wait until my plan renews?

Re: Account suspended - unable to make or receive calls

softech — Sat, 01 Apr 2023 13:53:59 GMT

@Breadroll if the renewal time already passed, the account is suspended and you need to login to My Account and make a manual payment like what my post suggested above (the system won't try to renew again)

So, if you have money on your credit card or visa debit card now, try to login and click Reactive my plan

Re: Account suspended - unable to make or receive calls

HALIMACS — Sat, 01 Apr 2023 13:59:14 GMT

Well - that depends whether you have placed sufficient funds to restore services.

Do you have NO SERVICES whatsoever? When you log into self-serve, what is the account page displaying by way of account status? How much is displaying in your Available Funds area? What is your plan amount?

All this may determine what, if any, assistance you may be able to get.

Again, a very long-shot, however there's no harm in asking.

Re: Account suspended - unable to make or receive calls

Breadroll — Sat, 01 Apr 2023 14:15:41 GMT

I was able to restore services by topping up my account for $28.75. data, however still does not work.

I have some things I need to get done, but I will update this post with pictures later

Re: Account suspended - unable to make or receive calls

HALIMACS — Sat, 01 Apr 2023 14:18:07 GMT

@Breadroll

If you've manually topped up (sounds like on the $25 plan), your data should work.

Try rebooting your device and resetting network connections to get data rolling again.

Re: Account suspended - unable to make or receive calls

Breadroll — Sat, 01 Apr 2023 14:51:49 GMT

Data does work now, I just needed to reboot my phone and wait

Thank you for all your help!